Case Management

CMW Mentor Moment: Evaluate your facility's ED solutions

Case Management Weekly, February 18, 2009

On Monday, February 16, 2009, HCPro, Inc., launched a new, free online resource for hospital case managers. Case Management Mentor is a blog dedicated to connecting hospital case managers to industry pacesetters, peers, and best practices, and features news briefs and opinion editorials from our featured bloggers. One such featured blogger is Candace J. Chitty, RN, MBA, CPHQ, LHRM, president of Quality First Healthcare Consulting, Inc., who wrote the post excerpted below:

A few weeks ago, a hospital system that is experienced in failed attempts at reducing non-emergent emergency room visits asked me why people keep coming back to the emergency department (ED). I reflected back on observations over the past eight years and came up with this response:  People keep coming back to the ED because patients tend to be viewed most often in terms of “symptoms and acuity.”  

I maintain that most hospital leaders agree with this response and are in varying stages of addressing/implementing solutions, but successful implementation of a systems approach to manage ED non-emergent care is expensive and not quickly implemented.  Why? In my opinion, it takes dedicated case management (CM) resources, well designed program infrastructure and outcomes measurement, sufficient operational dollars, and time in program of about two years to demonstrate success.

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